Systems Support Analyst II

United Data Technologies•Miramar, FL

5d•Hybrid

About The Position

The Patch Management Specialist II will be responsible for providing intermediate level patch management, ensuring the security and stability of UDTs customers' systems. This role will be monitoring, deploying, and verifying patches across various customer platforms and environments, with a focus on high levels of patching compliance. In this role, the level 2 will provide escalation support for junior team members. The ideal candidate will have excellent communication skills, leadership, and convey a strong customer-centric approach to service delivery, ensuring that the customer trusts UDT as a partner and has their environment secure.

Requirements

Must be extremely customer and team focused a productive, educated advocate for the team and UDT, utilizing your past experience to provide the highest quality support possible.
Experience supporting various operating systems (Windows, Mac, Linux, etc.) and common 3rdparty applications.
Experience with understanding advanced cybersecurity threats and mitigation techniques.
Familiarity with patch management in cloud environments such as AWS, Azure, or Google Cloud.
Preliminary experience of scripting languages such as PowerShell, Python, or Bash
Understanding of patch management principles and best practices
Strong analytical and problem-solving skills.
Excellent communication and teamwork abilities.
Attention to detail and the ability to work independently
3-4 years of experience with patch management tools such as WSUS, SCCM, Intune, Ivanti. Manage Engine/End Point Central preferred.
Demonstrated ability to manage multiple demanding activities in a high-performing department, resolving multiple complex engineering items through interactions with team members, phone calls, ticketing system, and e-mail.
Proficiency in MS Office Suite.

Nice To Haves

Associate's degree in computer science, Information Technology, or related field (or equivalent experience) preferred.
Intermediate knowledge of cybersecurity principles and practices.
Relevant certifications (e.g., CompTIA Security+, Microsoft Certified: Windows Server)

Responsibilities

Monitor new software releases and customer systems for vulnerabilities. Identify patches for workstations that need to be deployed for UDT customers.
Following customer and UDT standard operating procedures (SOP), create and test deployment packages. Work with level 3 patching team members to validate production readiness before deployment.
Receive escalations from level 1 patch team members to resolve complex issues.
In a ticketing system, verify patch deployment, troubleshoot, and track any failures requiring remediation. Maintaining all documentation of patching activities.
Provide intermediate support for patch-related incidents and service requests from UDT customers.
Being customer facing, communicate effectively with customers to understand their needs, coordinate, and provide timely updates on patching activities. Ensure a high level of customer satisfaction through professional and courteous interactions.
Collaborate and work with other IT teams, such as SDMs, NOC, and security specialists, to ensure a coordinated approach to patching.
Escalate, remediation incidents or complex issues to level 3 patching engineers.
Other duties as assigned.